Step 1: Customizing Your Results

This tool can model different benefits depending on your business purpose for rolling out knowledge management. Please select your primary objective.

Increased capacity

You are
scaling your organization
to meet growing customer demand and want to
defer hiring,
(solve more cases with the same headcount)

Freed-up headcount

You are assuming
constant demand
and want to
redeploy headcount
to other activities, (solve the same cases with fewer heads, showing new available labor)

Lower headcount

If you're assuming
constant demand
and want to sustain service levels as turnover and budget cuts leave you with fewer full-time equivalent staff,
(solve the same cases with fewer heads)

Include Contact Deflection Benefits

?

If you will be rolling the knowledgebase out to end users via
web self-service, and want to model the contact deflection and
customer engagement benefits that come from self-service, select
this box. If you are not deploying self-service, or wish to
only model internal benefits, leave this box unchecked.